UX Research

Project Title: Using a Survey to Probe Platform Usability for ABA Scheduling and Service Assessments

The primary goal of the survey was to assess the efficiency, client satisfaction, and ease of use of the appointment scheduling system within an ABA therapy provider's structure. The results will enhance system features, streamline the scheduling process, and make therapy sessions more accessible and tailored to clients' behavioral health treatment needs.

Using an empathetic-centered design, the research seeks to evaluate the following information to benefit clients & relevant stakeholders:

• How do clients feel about the scheduling system's intuitiveness and user-friendliness?

• How effectively can clients manage their therapy appointments using the current system?

• Which aspects of the scheduling process do clients appreciate the most?

• Are clients facing obstacles or concerns while engaging with the scheduling interface?

• Would clients advocate for our system to individuals seeking behavioral health treatments?

Survey questions were split into two categories. The first section included screener questions and the second section entailed main survey questions.

Consent statement was provided at the beginning of the survey to ensure voluntary participation and notify participants of all information collected. No participant was allowed to continue forth without checking this area of the survey.

Consent statement was written as followed:

Please note that by submitting this form, the email addresses of respondents will be visible upon submission. Your submission serves as your consent to participate in this survey. Should you decide at any point that you no longer wish to be a participant, you have the right to withdraw your consent and discontinue your participation at any time.

Screener Questions:

• Have you booked a therapy session with our ABA service in the past 6 months? (Yes/No)

• How often do you schedule appointments? (Regularly, Occasionally, Seldom)

• What device or platform do you typically use to book your appointments? (Desktop, Mobile, Tablet, Phone call)

Main Survey Questions:

• Rate your satisfaction with the appointment scheduling system's ease of use. (Very Satisfied, Satisfied, Neutral, Unsatisfied, Very Unsatisfied)

• How efficient is the scheduling system in helping you manage your therapy sessions? (Very Efficient, Efficient, Neutral, Inefficient, Very Inefficient)

• Have you faced any challenges or frustrations with the appointment booking process? If so, please explain. (Open-ended)

• Are you content with the communication and reminders provided for upcoming appointments? (Very Content, Content, Neutral, Discontent, Very Discontent)

• How often do you experience difficulties or errors when booking, rescheduling, or canceling a session? (Never, Rarely, Sometimes, Often, Always)

• Would you recommend our ABA services to others based on your experience with our scheduling system? (Scale 1 - 10

The evaluation will utilize an online survey platform (Google Forums). The survey invitation will be emailed to current clients, and a link will be accessible through the service provider's website.

The collection of survey responses will occur over a designated period of three weeks.

A qualitative data analysis survey design was employed to collect data and inform decisions. Website rating data was graphed using an AB design for visual analysis purposes.

Further, the survey acted as the main component in the empathetic-centered approach by inclusion of clientele and their current experience with the ABA company’s scheduling and assessment methods.

A final executive summary encapsulated crucial observations, client feedback, and actionable suggestions for improving the scheduling system.

The synthesis granted the necessary information to make the following decisions:

• Upgrade the ‘Contact Me’ section of the website and make the button easier to find during website navigation. Clients were only making it to step 4 of 6 in the website’s funnel.

• Modifications were made to the ‘Services’ dropdown menu. It was found that the early intervention section did not show up on the mobile version and led clients to a new window. Modifications included keeping clients in the same window and redesigning the mobile view to be accessible to all.

• The ‘locations’ page had a critical error. The website map did not allow zooming, and reports displayed clients experiencing frustration when determining convenient locations for assessments. Specifically, this error made it strenuous to decide between the Los Altos and Palo Alto locations, which are close in proximity. Focusing on the user experience during the website redesign, a dual functionality was implemented: the domain's map was enabled to zoom in while the user had the option to click a button. This interaction opened the Google Maps tool, displaying locations that were already within the visible range after redirection.

After the changes were made, a follow up survey was distributed to gauge system updates. The results from this survey demonstrated that the changes made were working as intended and clients were having a better user experience when it came to operating on the company website.